Re: Orange email complaints address !

I recently had a problem that Nokia, orange and the Carphone Warehouse didn't help me with until I sent a not so nice email to the executive address: eventually, a nice lady phoned and sorted my problem including sending me a bag to return a phone in; she also said that every complaint that goes through that office is investigated thoroughly.
I promised not to give out the phone number that she gave me but did tell her that I would post on the net that the email address works.

Re: Orange email complaints address !

I would like to tell you of my experience with orange broadband.
I have been a customer of Orange for many years, I originally was with freeserve, that became wanadoo, that then became Orange broadband. On the whole the service has been OK, until now.
In April I contacted your staff because my broadband kept going off and on, and at times it would fail completely. I was asked to reset the box many, many times as each day I rang the "helpline". Promises were made and broken... it will be 24 hours, it will be 48 hours etc etc etc.
My broadband has not worked at all since the 12th of last month. I contacted your "helpline" again to be told it was going to be fixed, an engineneer had been called. Here I am 6 weeks later with no broadband. I am told that cases such as mine do get "lost in the system" and that this is a "big problem".
I must say that I spoke to the first person that seemed to care about it last night. Try as he did, he couldnt get in contact with the team in Leeds to chase this up.
No-one can chase this up. No-one I have spoken to can effect a repair to my line. One chap I spoke to last Wednesday thought it was OK and quite acceptable to wait this long for a repair.
I was promised faithfully on Friday the fault would be fixed by monday. Guess what, it wasnt. I was told to wait another "24 hours". So after about 6 weeks I still have no broadband. This "service" is shocking.

I might add that I dont live in the country. I live in a town, just a few hundred yards from the exchange. I use my broadband for my business!

Do you think 6 weeks is a satisfactory time to wait to have a repair done? Do you think it is good customer service to lose long-standing customer's faults in the system? For 6 weeks, although the customer has spent hours on the phone? Do you think its OK for customers such as myself are not able to talk direct to the team that are NOT dealing with the issue? Do you think that your engineers are competent?

Re: Orange email complaints address !

Re: Orange email complaints address !

I wanted to say thank you for providing the executive email complaints address it has just been a huge help to me - I stumbled across it while googling for help with major orange problems the last couple weeks which as I am not too well and have moved back from overseas (so less familiar with the networks here) I was having more trouble with.

I bought a PAYG Sony Ericsson phone from orange less than 3 months ago but the other week got a 30 day SIM only contract from an Orange retail store which they said I could insert in the phone and would work straight away. However when I tried the phone was locked to prevent any alternative SIM being used (including from the same service - apparently locked to PAYG) and Orange customer service failed to provide any assistance in fixing the problem. Furthermore the retail store claimed (shouted) I was at fault and had somehow locked it so there was nothing anyone could do. customer services said it was up to the retail store to send the phone to be fixed. And they both refused to cancel the SIM monthly Contract which I couldn't use claiming there was nothing wrong with it and I still had to pay. In the meantime I have been stuck on PAYG paying a fortune in top ups still.

Another provider gave more helpful information on why the phone was locked (said it was an Orange service lock to PAYG) and directed me to a local market to get it unlocked for £15. After some technical effort over 3 days this was achieved and just as I was investigating other providers I received an answer to the email I had sent to the executive office earlier this week in the form of a phone call this afternoon.

The very kind lady who phoned and really wanted to help had only just had the email forwarded to her and was so distressed by what she read about my treatment that she called straight away and tried to offer some resolution including a reinbursement of the cost of unlocking the phone and some discount on the monthly cost. Problem i have now of course is that while she might be very nice - I have had such appalling service from Orange in the short time I have been with them and especially from my local retail store i am not at all sure I want to stay with them and rely on future service...really not sure what going to do next

Re: Orange email complaints address !

An easy choice. Take all the discounts they offer, and as your phone is completely locked, you can go anywhere once your discounts have been used up. (There's no point missing out on a good deal). Don't forget, you STILL have a valid contract, and to get out of it, you MUST give them 30 days notice of termination, so you'll still have to pay for 30 days irrespective of what you do - so take the deals, and if the netork's discounts end and you don't like them, move.

Re: Orange email complaints address !

Originally Posted by buzby

An easy choice. Take all the discounts they offer, and as your phone is completely locked, you can go anywhere once your discounts have been used up. (There's no point missing out on a good deal). Don't forget, you STILL have a valid contract, and to get out of it, you MUST give them 30 days notice of termination, so you'll still have to pay for 30 days irrespective of what you do - so take the deals, and if the netork's discounts end and you don't like them, move.

Yes I think you are right they are offering me a discount every month I continue with their monthly plan so i might as well take it up for now and ensure I get the most from that - they have to mail out a replacement SIM (long story but the other one was left at the unhelpful retail store). I do now have the bonus that my phone is completely unlocked (at Oranges expense) and can be used with any provider in the future....so I will always have the freedom to switch on 30 days notice. I will see how things go with their setting up what they have promised anyway...

Re: Orange email complaints address !

Bump! A very useful post.....

MAKE SURE YOU USE RECORDED DELIVERY for all letters you send.

Make sure you tell them that you are disputing the account and keep a copy of all receipts for letters that the post office give you and keep a copy of all letters - from you to them and also from them to you.
Good Luck!
Ste

P.S. This is what I would do...... Make sure you get more advice before doing anything and check anything I say with someone more qualified in this area. This is only my opinion.

I have had an issue with my Blackberry since I first got it but hadn't realised until recently that I couldn't receive incoming calls while browsing the internet. I only noticed the problem when It was clear I wasn't receiving any text messages which turned out to be a separate issue as my phone wasn't picking texts up from the message centre.

So I phoned 150 last week to ask for technical advice to see if it was a configuration issue I was advised to reset my handset and was told I would be sent instructions via email and that once Id done this (performed a wipe and reset) I should ring back and explain any ongoing issues.

Firstly I didn't receive any instructions despite giving the British technician taking my email address, however I managed to install the blackberry software on my laptop and find the information I needed from there.

I have today again phoned 150 and been put through to your Indian call centre. I explained the problem and I told the call centre I had already reset my phone, the first customer service advisor cut me off, as did the second.

All I wanted to know was there a configuration issue with my phone, Id set my phone up as was told to do so by the orange service centre when I initially got the phone.

My complaint forms three parts.

1) I wasn't sent information despite being promised.

2) I was deliberately cut off after telling the Indian call centre I had already performed the tasks they insisted I had to do.

3) I am still unable to receive/accept incoming calls during Internet Browsing using the phone (All calls get directed to voice mail)

Is the orange customer care so diabolical it refuses to help genuine long term customers in need of assistance and then deliberately cuts them off ?

Needless to say, although I would like a prompt response to this email , I don't expect one and I am seriously looking at taking my custom to O2 in the next few months when my contract finishes.

Re: Orange email complaints address !

I need a phone number for these jokers. After 2.5 years of sheer hell and incompetence I finally managed to bin orange and go over to Vodaphone who have thankfully been brilliant. I won't bore you with the whole 2.5yr saga with orange but lets just say they were SO bad I paid monthly but not by direct debit and they didn't charge me to pay this way because they had messed up my account and overcharged me that many times they couldn't justify me paying them by Direct Debit. Anyhow. Having called the last and final time to pay up and cancel for good, I was told the final amount which I paid with my card there and then. I've been with Vodaphone since the end of last year (2009) and have been very happy. No more correspondence or dealings with Orange what so ever. So you can imagine my horror to discover today that they have THIS YEAR lodged FIVE defaults for late payments against me for an outstanding £10 balance.

1. the account is closed
2. I owe them nothing
3. I've had NO letters/ calls or anything since I terminated my agreement.

Now I'm going to lose my new house because of these jokers if I can't get these defaults removed from my credit report. I'm seriously ready to punch one of them!!!!!!!!!!! Angry doesn't even cover it.......... Any advice, phone numbers, names I can use who are actually useful would be seriously appreciated. Thank you.

Re: Orange email complaints address !

I'd stay away from phone conversations, you may get someone promise one thing and not deliver. Much better to correspond in writing. I personally if ever I have to complain about telecoms companies, I find their "Code of practice" and complain how it outlines in there.
So, write to them hereorangecustomer services
PO Box 10
Patchway
Bristol
BS32 4BQ
and give them the account number, mobile number and your full name and address. Tell them what you want from them (IE Default removed as it is inacurate) and in the alternative give you a "DEADLOCK" letter so you can further your complaint. (A deadlock letter is basicly saying they are unwilling to do anything further to help you, and you are able to take the complaint to a higher authority). You can also contact the credit reference agencies and ask them to sort it from that end.

So the mail can be picked up quickly, please add 'Jonathan Orange Response' in the first line.

Hope this helps

Jonathan
Orange Response Team

Personally I think you should also add a link to this thread in your email. Jonathan seems dedicated and knowledgable and most of all fair. He has sorted a few problems out for Orange customers on this forum, hopefully he can do the same for you!

Good luck, keep us informed.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)